Vet Review - Pewee Valley Veterinary Center
I have been a longtime customer of Pewee Valley Veterinary Center and have always appreciated the care they provide. Unfortunately, my most recent experience has changed my opinion, and I will not be returning.
Recently, I brought my kitten in because she had a sore paw. The veterinarian was great, and we thought she might have been stung by a wasp. She prescribed steroids, a topical cream, and gave her an antibiotic injection. She asked me to follow up in two weeks if the issue hadn't resolved. At the time, I think we both felt everything would be fine. The visit cost $150, which I was happy to pay.
Unfortunately, two weeks later, the problem returned. I brought my kitten back and saw a different veterinarian. We discussed the possibility of an autoimmune condition called pillow paw, which can cause a cat's paw pads to become swollen and puffy. She gave my kitten another antibiotic injection, prescribed steroids, and recommended medicated topical wipes.
I explained that I still had some steroids left from the previous visit and would use those before calling to request a refill. I was told that would be fine. This visit cost another $120, which I was also happy to pay because I wanted my kitten to receive the care she needed.
The problem began when I called on Saturday to request the steroid refill. The person I spoke with was very pleasant and told me there would be no problem getting it refilled and that they would text me. I thanked her, and everything seemed fine.
Monday came and went without a text. By Tuesday, I still hadn't heard anything, so I called. I realized they had my old cell phone number on file, which explained why I hadn't received the message. However, that is where the pleasantness ended.
I was repeatedly questioned about whom I had spoken to on Saturday because the office was supposedly closed. The employee acknowledged that people sometimes come in to draw blood, but the conversation felt more like an interrogation than an attempt to resolve a simple communication issue. I was made to feel as though I needed to prove that the conversation had even happened.
I was then told that my kitten needed to be seen again before the prescription could be refilled. I explained that I had been told during the previous visit that I could call for a refill and that I had been advised the medication would be available. I was told the employee would need to check with the veterinarian. I had no problem with that and assumed the doctor would clarify what had been discussed during our appointment.
Unfortunately, when the employee called me back, I was told the prescription would not be filled until I brought my kitten in again. I asked why she couldn't receive her medication, especially since I had followed the instructions given to me at the previous visit. The response was simply that she needed to be seen.
At that point, I had been trying to get this resolved since Saturday, and it was now Tuesday. My kitten still hadn't received her medication. When I expressed my frustration, I was told it would be five to seven days by the end of the week. I calmly responded, "We're done. I'm going back to my previous vet."
What disappoints me most is that this situation could have been handled so differently. If another examination was medically necessary before refilling the prescription, I would have appreciated a clear explanation from the beginning. Instead, I experienced poor communication, repeated questioning, and a tone that felt unnecessarily confrontational.
I have never had a problem paying for my pet's care. I paid $150 for the first visit and $120 for the second without complaint because I wanted my kitten to get better. This was never about the money. It was about communication, professionalism, and making sure my kitten received the care I believed had already been discussed and agreed upon.
I expected a little understanding, an acknowledgment that there had been a communication breakdown, and a reasonable explanation of what needed to happen next. Instead, I felt as though I was being interrogated.
I truly don't understand why a situation that should have been relatively simple became so unpleasant. I have been a longtime customer, which makes this experience even more disappointing. Unfortunately, the way this was handled has cost them my business. I will be returning to my previous veterinarian and will not be going back to Pewee Valley Veterinary Center. read more
